Job Title: Senior Application Support Analyst & Technical Documentation SpecialistMinimum Experience: 3-10 Years of Related Experience
Minimum Education: Bachelor's Degree (BA/BS) in Information Technology, Computer Science, Technical Communications, Business, or a related field. A Master's Degree may be substituted for four (4) years of experience.
Position Summary The Senior Application Support & Technical Documentation Specialist provides advanced technical documentation, customer support, and application administration services in support of organizational operations and mission-critical systems. The incumbent serves as a key resource for developing, maintaining, and managing technical publications while also providing end-user support for software applications and technology services. This position requires exceptional communication skills, strong technical aptitude, and the ability to work independently with minimal supervision.
Key Responsibilities Technical Documentation and Publications - Prepare, edit, review, and maintain technical documentation, including:
- Operations and maintenance manuals
- Software and system documentation
- Standard Operating Procedures (SOPs)
- User guides and training materials
- Technical reports and publications
- Ensure all documentation is accurate, consistent, compliant with organizational standards, and suitable for intended audiences.
- Conduct technical research and collaborate with engineers, developers, system administrators, and subject matter experts to gather and validate technical information.
- Coordinate activities among technical writers, editors, illustrators, graphic designers, and other contributors to ensure timely publication and distribution of documentation.
- Develop documentation for both end users and technical support personnel.
Application Support and Customer Service - Serve as a primary point of contact for customer inquiries and technical support requests.
- Respond to phone calls, emails, and support tickets, diagnosing and resolving application-related issues.
- Assist users with troubleshooting software, system access, and application functionality problems.
- Escalate complex technical issues to appropriate technical teams while maintaining communication with customers.
- Maintain detailed records of incidents, service requests, and resolutions.
Technology and Collaboration Support - Support various custom and enterprise applications used throughout the organization.
- Configure, schedule, and facilitate virtual meetings and collaboration sessions using platforms such as Microsoft Teams and Zoom.
- Assist users with collaboration tools, meeting technology, and remote connectivity solutions.
- Quickly learn and adapt to new technologies, software platforms, and business processes.
Administrative and Operational Support - Perform administrative tasks and special projects as assigned by the Division Manager or Program Manager.
- Support organizational initiatives through effective communication and coordination with stakeholders.
- Contribute to process improvements and knowledge management efforts.
Required Knowledge, Skills, and Abilities - Extensive experience in technical writing, editing, and document management.
- Strong understanding of software applications, information systems, and technology support processes.
- Excellent analytical and troubleshooting skills.
- Ability to communicate complex technical information clearly to both technical and non-technical audiences.
- Strong customer service orientation with a demonstrated commitment to providing exceptional support.
- Excellent written, verbal, and interpersonal communication skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office Suite and collaboration platforms such as Microsoft Teams and Zoom.
- Experience supporting enterprise applications, help desk operations, or customer support environments.
- Strong organizational skills and attention to detail.
Preferred Qualifications - Experience supporting federal government or large enterprise environments.
- Familiarity with IT Service Management (ITSM) practices and ticketing systems.
- Knowledge of documentation standards, configuration management, and change management processes.
- Experience developing training materials and conducting user support activities.
Work Environment - Operates independently with minimal supervision from the Program or Project Manager.
- Collaborates regularly with technical teams, customers, management, and external stakeholders.
- Maintains a professional, positive, and customer-focused approach while supporting mission-critical operations.
